Dylan Nguyen

Background

About Dylan Nguyen

I am a Product Support Manager at KnowBe4, a leading provider of security awareness training and simulated phishing platform. I have a Bachelor of Science degree in Business Management and Marketing from Florida State University. In my current role, I coach and develop a team of support technicians to resolve customer technical issues with KnowBe4 products. I collaborate with department leadership to build processes and programs that streamline operations. I also work jointly with product development and customer success management teams to provide service and solutions for customers. I analyze complex technical issues for customers and provide resolutions via phone, email, or video call. I oversee team metrics based on maintaining customer satisfaction, ticket response time, ticket backlog, and customer support calls. I build and adhere to quarterly/daily objective key results and KPIs for team production and developmental goals. I am passionate about delivering high-quality customer support and empowering my team to grow and excel. I value innovation, collaboration, and continuous learning. I bring diverse perspectives and experiences to the team, having worked as a District Sales Manager at PepsiCo and a Product Support Technician at KnowBe4.